Optimizing customer service

On the way to digital customer service with VIER engage: rhenag uses VIER's virtual ACD to improve customer service and expand its telephone service to regional centers.

rhenag uses VIER engage

calls per month

employees

Uses of the self-service

Challenge

Increase in customer satisfaction

Customer satisfaction is a top priority for the energy supplier rhenag - Rheinische Energie AG (rhenag). In order to be reliably available for its customers online and by telephone at all times, rhenag needed a cloud-based complete solution from VIER, which was successively put together from various modules. This includes telephone customer contact inbound and outbound, telephone self-service and the determination of customer satisfaction.

What solution does VIER offer?

Rhenag + VIER

Cross-location customer service

Since 2009, rhenag has been using the virtual ACD from VIER to ensure the best availability of customer service: "At the time, the contract for a stationary telecommunications system in our service center in Siegburg was coming to an end. It was a good opportunity to switch, because we found the previous solution too rigid and difficult to operate," recalls Peter Krupp, who is responsible for customer service technology at rhenag. In the search for a new, local solution, the cloud ACD from VIER came into focus: "Initially, it was only important to us that an ACD had to be flexible and easy to use, i.e. without programming knowledge," says Krupp. The VIER ACD was convincing. Another point was added: "We hadn't even thought about a virtual solution. But now we had the opportunity to integrate our 50 or so employees at the nine regional service centers into the telephone service in addition to the service center."

More about the product

VIER engage

Our AI-powered, cloud-based solution is ideal for demanding, large contact centers that want to offer an omnichannel customer experience.

More about VIER engage

About rhenag

The traditional company rhenag - Rheinische Energie AG, founded in Cologne in 1872, bundles energy know-how and the expertise of a utility service provider under one roof as an established regional supplier. rhenag supplies 130,000 customers with modern energy solutions and is also a cooperation and service partner for around 200 companies in the energy sector - throughout Germany. In addition to innovative products and services, the comprehensive service is impressive. The VIER solutions contribute to this.

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